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The delivery of exceptional customer service should not be viewed as a final destination but as a journey in which it continuously offers remarkable experiences for the life of the business/consumer relationship.
Simply put, people spend their hard earned money to purchase goods and services and they believe that, at the very LEAST, they should be met with more than a feeble attempt at being served.
Photo Courtesy of Pixaby
“I am sorry. Will you accept my apology and allow me to make it right?”. When said in a heartfelt manner, those 15 words are impactful and priceless. I cannot tell you how difficult it is for many people to utter that phrase even in a role play situation.
On the other hand, if you offer an insincere apology, count on it backfiring because it will make the customer angrier…then you’ll really have problems on your hands.
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Winning! Yes, the sound of the word is exhilarating. Yet it’s very difficult to achieve consistent victory over the competition without a clear vision and strategy for giving consumers amazing experiences. You must “sweat the small stuff” and give attention to detail; stay on top of quality management.
When customers love your company for what it does and how its done, they’ll flock to it. That means that mere discussions with the team about quality and customer care is worthless unless it is applied, measured, corrected and delivered in a manner that will exceed the consumers’ expectations.
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No matter how well you deliver amazing customer service, you are bound to engage with someone who is irate about goods and/or services sold to them. We’re all far from perfect and sometimes don’t get things right but the power of language is everything when attempting to quell an uproarious customer situation.
Here are a few ideas to maneuver through the anger in order to keep the client (if you deem the relationship worthy of salvation).
Photo Courtesy of Pixaby
Being ignored is a major annoyance that customers find exasperating — whether online, on the phone, in person—it is a sure way to push them “over the edge” and to lodge a full blown complaint.
Offering great customer service for some organizations is considered an inconvenient necessity and as such, they tend not to provide suitable ongoing training for management and staff.
Think of it this way, customers are people. When they are made to feel invisible, disrespected or insignificant, they feel angry and satisfaction nosedives — that’s when the problems begin.
